Shipping & Delivery FAQ

Your web site states free shipping please explain your free shipping offer policy?

We want to make your shopping experience on our website easy and hassle-free. Every item you order includes free shipping to most addresses in the continental U.S, with the exception of remote rural areas. Orders shipped to Hawaii or Alaska will incur additional charges at the buyers’ financial responsibility. Most of our home accessories and small pieces of furniture, will be shipped free via UPS ground. Our large furniture pieces will ship free via motor freight and are subject to the freight company's rules and regulation. Our free shipping offer is curb side delivery or self-service only, the delivery truck will unload your shipment, but it’s your responsibility to unpack and move your furniture inside your home, the driver will not help you. Our free shipping offer does not include the following services: inside delivery (your home or office) or delivery inside a building, delivery before or after regular working hours, delivery on weekends or delivery to any 2nd floor or higher resident. Once your order has been shipped, any change of address during transit will result in a reconsignment fee, paid by the customer. It is your responsibility to be present or have someone present during the delivery of your order/shipment. If you are not home at the delivery time, you will be charged a $45.00 redelivery fee. Upon prior notification, we strongly suggest having assistance accepting large and heavy orders or shipment. If your home is not accessible by delivery truck, i.e. live on an unpaved or small narrow road, it will be your responsibility to provide a means of transportation from the delivery truck to your home or the freight company’s terminal to your home. You may incur a remote delivery surcharge if your ship-to address falls outside of the geographical area normally served by our carriers or delivery address that are called “limited delivery area”. Please call us if you have any questions or any concerns about our free shipping offer.

What is my responsibility at the time of delivery and what should I do if I notice my piece is damaged?

 We take great care to securely pack, box, and strap your furniture piece to a pallet before delivery to your home. However, if you have ordered white glove in-home delivery, the delivery company will deliver the piece boxed, without a pallet. Before signing the delivery receipt, please inspect the package for any outside damage. If you notice any damage, such as dents, tears, crushing, or holes, immediately inform the driver and unpack the piece in question in their presence. If you find that the piece is damaged, write down the details of the damage on the delivery receipt and keep a copy for yourself. Please note that any damage or loss during transit is the responsibility of the carrier, as we have carefully packed and inspected your package to withstand normal handling in shipment. If you notice any loss or damage, please inform the carrier at the address provided on the receipt.

 If you receive a shipment from UPS Ground delivery and find that the item is damaged, you must report it to us within three days of delivery so that we can file a claim and replace the damaged item. It is crucial that you notify the delivering carrier in writing as soon as possible and request an inspection of the damage item. Please refuse delivery of any visibly damaged merchandise. If you do refuse delivery and properly note the damage on the driver's delivery receipt, we will file all necessary claims with the shipping company and send a replacement item to you. If you fail to note damages at the time of delivery and refuse the merchandise, you may face significant delays, additional expenses, and shipping charges to correct the damage.

 If you have any questions about our free shipping offer, damaged merchandise, or your responsibility during delivery, please call us at 1-877-671-0157. 

When can I expect my order to be delivered to my home?

 We strive to make all the products on available to you as quickly as possible and ship them within the estimated time quoted on the product's description. Our goal is to ship all small home accessories within 48-96 hours on all items shipped via UPS Ground. If your order is shipped via UPS Ground, you can expect delivery within 4-7 business days. Please note that the delivery date is based on shipping your order from Texas. If you have ordered furniture pieces, please expect an additional 3-7 days for delivery after it has shipped from our warehouse, depending on the freight company's rules and shipping schedules. We will notify you by email when we ship your order with delivery and shipping information, along with the freight company’s tracking number. It is the buyer's responsibility to be present at the time of delivery. If nobody can be present at the time of delivery, please let us know, and we can make new arrangements. During peak shopping seasons, such as the holidays, please expect up to an additional five days before your item is shipped. We will provide you with up-to-date shipping information on every item we sell. We appreciate your understanding and patience.

What is your Cancellation Policy?

If you decide to cancel your order, please notify us by email asap, all cancelations must be in writing. You can cancel your order anytime during the ordering process, just as long as your order has not been shipped, without incurring any penalties. But once your order has shipped, left our warehouse and in transit, the customer will be responsible for all shipping costs incurred and a 20% return/restocking fee, no exception. Refusing your order at any time after it has been shipped is considered a canceled order and all cancelation fees will apply, 20% return/restocking fee, plus the return shipping charges back to our warehouse in Texas. See our return policy for more information. So please think twice before cancelling your order.

Return Policies?

Our customers’ satisfaction is the foundation of our success. If you for any reason are not satisfied with your purchase you may return the item within 7 days of receipt and receive a partial refund, less the 20% return/ restocking fee of the purchase price. The item must be in its original condition for a refund and packed according for transit. You can return any item that has not been assembled; no refunds will be issued on items that have been assembled. All items including furniture and chimenea returned will incur a 20% return/restocking fee, no exception, plus the return shipping charges are the customer’s responsibility or the person who is returning the item. All special order items are no-returnable and no-refundable. **NOTE: Every piece of rustic furniture is handmade and unique to give a one-of-a-kind look. Imperfections will exist in appearance, texture, size and/or finish. Plus, the color shade of each piece may have slight variation, because they are made with natural products applied by artisans and lighting condition of the image taken, the actual finish will vary in appearance from any examples shown. In addition, worm-wood may be used to enhance the rustic appearance. Normal cracking of your kiln-dried rustic furniture adds to the handcrafted beauty and uniqueness of the piece, so it may not be considered a defect. If you have any questions, please call us toll free.

Refunds, Credits & Accounts?

The crediting of credit card accounts shall be governed exclusively by this Agreement. In the event we determine to provide credit to your account in accordance with the terms and conditions of the Agreement, after verification, San Carlos Imports will issue credit to the original account number charged or payment. Anticipate account crediting within (30) thirty days of our notifying you of your account credit amount.